Complaints

This profile includes complaints for CenturyLink's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  CenturyLink

  931 14th St # 10 10th Floor Denver, CO 80202-2994

• 

  CenturyLink

  650 Denton Blvd NW Fort Walton Beach, FL 32547-2113

• 

  CenturyLink

  5300 Recker Highway Auburndale, FL 33823

• 

  CenturyLink

  P O Box 52187 Phoenix, AZ 85072

• 

  CenturyLink

  3030 E. Semoran Blvd. Apopka, FL 32776

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Losing internet connectivity, no phone support available afterhours, only via the web, but with the internet crashing, unable to reach them for assistance.

  Business Response

  Date: 09/06/2022

  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******************. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review,
  
  Our records indicate that the customer worked with our repair department on August 11, 2022, to resolve the service trouble.

  
  I verified the customers service connection is stable with no further trouble reported. I left the customer a voice message with my contact number for any further questions related to this complaint.
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Century link does not answer their phones they insist on chat through text messaging I have been without Internet for a month I have tried to contact the company I have tried to have technicians come out to my house they are continuing to bill me I am not receiving any services When I try to call and disconnect services through the numbers that the chat people are giving me they hung up on me I have wasted over 2 hours every day for 3 weeks trying to get ahold of this company scheduled things and have yet to have any success but they continue to bill me Even though I have no service I have been unable to resolve this or disconnect my service through their chat or with the life person by phone I have been hung up on several times without ever been being connected to a person at all the chat people close their Chat window with the information that they're providing for me to get ahold of things or do things without me having no time to even look at what they responded They said they will send a transcript of the chat I have yet to receive any transcript of any chat with any phone numbers whatsoever but they continue to bill me I would like help Resolving this issue and I would like to disconnect my service with them

  Business Response

  Date: 09/09/2022

  To whom it *** concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ************************,
  
  At CenturyLink we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review:
  
  It appears that there have been several instances of the customer calling in to get support for issues with the internet service. The most recent started at the beginning of August where after several attempts to assist the customer did not produce the desired results, a repair dispatch was arranged at the beginning of the month.  I do not have access to live reports on the repair or why that did not occur accordingly. There are notations that indicate attempt were made to re-schedule that did not resolve anything. The customer enlisted the assistance of another representative within the social media team who assisted in cancelation of the service.
  
  As for the claims that are noted in the complaint, here is clarification regarding these points of contention. Phone support is available 24/7 for technical and for repair issue. Hold times can vary and many people elect to use the call back option or to use one of the several other options such as chat or text notifications. Hold times are longest at the end of June, through July and at the beginning of August. CenturyLink tries to staff for this but the ever-changing demand in service brought on by an ever-changing demographic in the home workplace make that difficult and times call times will suffer.
  
  There is no requirement that the customer use any specific method for getting assistance, with on exception, canceling the service. Even though the service is part of our unregulated services, much of the service support is mirrored based on the stated regulatory service requirements. In all the states where CenturyLink is a service provider, we do require that to cancel service, you must call in so that proper verification and notification of the action taken and how that will conclude are provided to the customer.
  
  Regarding the comments the customer has made on receiving transcripts of chat sessions;this is not done. Customers have the option at the end of the session to save a copy of the transcript. Depending on what action the select, that is what will be provided. After tat action concludes, if the chat is not downloaded or saved, it becomes CenturyLink Proprietary Confidential property and is only available through subpoena. If the customer was told otherwise or lead to believe differently,CenturyLink apologizes for the misinformation given.
  
  At this time, the account is cancelled and the service no longer active.
  
  CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased internet service from Centurylink. Our internet service was down for 6 hours on Tuesday, August 9, and has now been down for almost 5 hours today, and is still down. When you call them it takes hours to reach a representative and then they disconnect you. They falsely claim on their phone recording that they "will be with you shortly". I'm on hold again right now (2 hours, 5 min) after doing the same thing earlier today and being disconnected. However, when I called their new Sales team phone number, they answered my call immediately. They of course couldn't help me, so put me in the queue for service, but that shows what their priority is - not on existing PAYING customers.

  Business Response

  Date: 09/06/2022

  CenturyLink appreciates Ms. ***** giving us the opportunity to review the handling of her account. At CenturyLink we strive to provide outstanding customer service and her comments are appreciated plus utilized to enhance our training.
  
  Upon review,
  
  
  This issue has already been escalated to CenturyLinks ***************** Ms. ***** has already received a response for all concerns through the **************** process.
  
  JJ
  CenturyLink ***********************

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had Century Link **************** for 10 months. I have been with out internet for a total of 16 days during those 10 months. I asked for a partial refund and was denied. Im asking to cancel my service today, August ********************************** until September 7. Which they will charge me for service for the next 26 days. I asked to speak to a manager 3 times and was denied the ability to speak to anyone else. This is the 3rd time I was denied the ability to speak to anyone above the person I was speaking with. If Im asking to cancel service effective today and have already had 16 days without service I should be able to cancel my account or get a refund on my account for the days I no longer need the service. I dont feel like customers should have to pay for almost a full month of service that they dont need or want.

  Business Response

  Date: 09/09/2022

  CenturyLink has completed a review of the complaint filed by ***************************** regarding a CenturyLink billing issue.
  
  Per the complaint received: I have had Century Link **************** for 10 months. I have been without internet for a total of 16 days during those 10 months. I asked for a partial refund and was denied. Im asking to cancel my service today, August ********************************** until September 7. They will charge me for service for the next 26 days. I asked to speak to a manager 3 times and was denied the ability to speak to anyone else. This is the 3rd time I was denied the ability to speak to anyone above the person I was speaking with. If Im asking to cancel service effective today and have already had 16 days without service I should be able to cancel my account or get a refund on my account for the days I no longer need the service. I dont feel like customers should have to pay for almost a full month of service that they dont need or want.
  
  In a review of the account associated with this complaint, the customer contacted ********************** requesting to disconnect services on 8/11/22. The disconnect was scheduled to  complete on 9/7/22 (the last day of the billing cycle). 
  
  The customer should be advised that on August 9, 2019, CenturyLink began implementing a change to the proration of standalone high-speed internet accounts and continues to implement throughout our service areas. CenturyLink has updated several service agreements and tariffs stating that when customers disconnect service, the company disconnects the service on the last day of their billing cycle unless a different date is requested. Customers *** request a disconnect date before the last day of their bill cycle however,  CenturyLink does not proactively provide prorated credits for unused days of service. We send out bills one month in advance and customers have already been billed through to the day before the bill date.
  
  Disconnecting on the last day of the billing cycle does not generate credits because there are no unused days of service in the billing cycle.
  
  However, as a courtesy, I  have adjusted the charges on the last bill to reflect a zero balance therefore no other charges are due.
  
  
  At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.  
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** **********************
  
  

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My phone service was disrupted by a storm on 8/6/2022 and I have not had phone service since that day. I am elderly, live alone and am a cancer/polio survivor with many health problems. Century Link has been very difficult to deal with. My daughter has spent hours on chat/email/phone with no resolution. She has contacted the *** and the **** Thank you.*********************************

  Business Response

  Date: 09/09/2022

  CenturyLink has completed a review of a complaint filed on behalf of **********************************
  
  CenturyLink records indicate that it previously received and investigated this dispute in response to a complaint filed with the Federal Communications Commission (FCC). Please see the August 29, 2022, response below for your convenience. 
  
  ---------------------------------------
  
  August 29, 2022
  
  
  Federal Communications Commission
  Consumer Inquiries and Complaints Division
  445 *************** CY-B523
  ************** 20554
  
  Re: ************************* on behalf of ********************************* IC# *******
  Notice of Complaint filed: 08/10/2022
  
  FCC CICD:
  
  CenturyLink submits the following information to the complaint filed by ************************* regarding service for her mother, *********************************. ********************** has been without service since 08/06/2022 because of a thunderstorm and CenturyLink refuses to let her speak to an onshore representative, regarding this matter. ********************** needs service restored as she is 86 years old, lives alone and has medical concerns.
  
  CenturyLink records reflect that ************************* is listed on Ms. ********** account as authorized to discuss and make changes.
  
  On 08/10/2022, because of a complaint filed with the ******** ***************************** a repair ticket was entered to report no dial tone. A field technician was then dispatched on 08/12/2022 and restored service. Cable damaged by weather was repaired to resolve this issue. One-time out of service credits of $11.15 were provided.
  
  We apologize for the service trouble and for the problems **************** experienced when calling our office. CenturyLink strives to provide quality products and services and regrets the frustration experienced because of this issue.
  ---------------------------------------
  At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** **********************

• Initial Complaint

  Date:08/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered new wifi service through Centurylink. Technician was supposed to come 8/9 between 8 and 12. No call. No show. Not able to speak with anyone at centurylink to find anything out after multiple attempts. I currently am on hold with them and they don't have an answer but want to schedule another date for installation. I took off work (unpaid) to be here. Total disrespect for new clients. I've currently been on hold with them today for 45 minutes and am still on hold. Yesterday I was on hold for over 3 hours total with no resolution. This company should not be in business. Their service in our community has been terrible.

  Business Response

  Date: 09/16/2022

  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ****************. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review,
  
  I reviewed the service installation with the customer. The customer no longer has a need for internet service with CenturyLink.
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************
  

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 17702307
  
  I am rejecting this response because: 1) its not that I dont have a need for internet its 2) the only option that Im aware of I need and 3) had this not been reported to the BBB I would of never heard back from Centurylink and 4) not only did that happen with the No show no call the first time it happened a second time on 9/9. Exactly the same thing. A big portion of our small rural county is depenent on CL and no one is satisfied. No one. The service is terrible.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,Centurylink will not cancel my account. I have spoken with someone twice now in order to cancel my account. Both times the cancellation was confirmed. I am still receiving bills of $40/month. They still have not sent a closing statement. When I talk to them now, they just say the account is cancelled and cannot explain why I am still receiving bills. I am so beyond fed up as this is actually the THIRD time historically that they have tried this. I am done calling them and wasting my time. Please help me! I don't even really care about getting $80 back I just want to be done with this.

  Business Response

  Date: 09/08/2022

  To whom it *** concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ***************
  
  At CenturyLink we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review:
  
  CenturyLink bills for service in monthly increments. This account was on autopay. The last bill paid was for the Service Period: JUL 04 - AUG 03rd. This occurred because the new, monthly billed cycle already started. Because the date was so close to the date of the cancelation, I have issued a refund for $40.00.This refund should be received within 30 days.
  
  CenturyLink acknowledges the customers concerns, apologizes for any issues, inconvenience or poor customer service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************

• Initial Complaint

  Date:08/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from the address (***** ********************** ******** ** *****) on March 2022. I called March 2022 to have my internet disconnected (Acct#*********). My internet was not disconnected and now I receive a **** every month with lates fees, etc. Can you please disconnect my internet and credit my current **** so it shows my balance from March 2022

  Business Response

  Date: 08/11/2022

  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by ******************. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review,
  
  Our records indicate the customers service was suspended for nonpayment on March 10, 2022. The customer has incurred late payment charges and the revolving balance from March.CenturyLink has no record of the customer requesting for a service disconnection back in March, therefore the late payment fees are sustained.

  
  At the customers request, an order has been processed for a full-service disconnection. The customer will need to return the leased equipment within the next 30 days to avoid any further charges. An email was sent to the customer that included service cancelation disclosers, CenturyLink return policy and directions on how to return modem lease.  I left the customer a voice message with my contact number for any further questions or concerns.

  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced. 
  
  Sincerely,
  
  *********************
  Executive Office Case *********************************** **********************

  
  

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A wind storm on August 3, 2022, knocked down phone pole and wires which in turn caused us to have no land line phone, cell phone, wifi, or texting services. Myself and two other residents this affected have been trying to report it and get action taken. They are very difficult to get a hold of and have yet to resolve our issue. We have tried calling, emailing, chatting, and messenger contacts. Please help us resolve this, as we have no way to communicate in case of emergencies. Thank you

  Business Response

  Date: 09/08/2022

  Centurylink has completed a review of the complaint filed by *********************** regarding a recent outage.
  
  Per the complaint received: A wind storm on August 3, 2022, knocked down the phone pole and wires which in turn caused us to have no landline phone, cell phone, wifi, or texting services. Myself and two other residents this affected have been trying to report it and get action taken. They are very difficult to get a hold of and have yet to resolve our issue. We have tried calling, emailing, chatting, and messenger contacts. Please help us resolve this, as we have no way to communicate in case of emergencies. Thank you.
  
  ***** to receiving this complaint, the customer contacted the ********************** ************ team who submitted a repair ticket for the down pole. The account records indicate the issue was resolved and the service was restored on 8/11/22 as confirmed by the customer. A credit of $22.50 was issued for the time the service was unavailable. 
  
  At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. 
  
  CenturyLink acknowledges the customers concerns and apologizes for any issues or inconvenience that *** have been experienced.  
  
  Sincerely,
  
  ***************************
  Executive Office Case *********************************** **********************
  
  

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company using their automated system and people to call us repeatedly despite being told to STOP. I have repeatedly told them to remove our number from their system. To stop calling. They refuse They have made my family very sick. Its beyond harassment

  Business Response

  Date: 08/17/2022

  To whom it *** concern:
  
  CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by *****************
  
  At CenturyLink we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training.
  
  Upon review:
  
  This is not a CenturyLink number and CenturyLink is not affiliated with the number in any way.  The complainant should insure they are on the government do not call list and utilize any resources they can to limit the number of calls they *** receive, Calls that are computer generated *** be near impossible to intercept or block.  At any rate, this complaint is misdirected towards CenturyLink. Again, we do not own or make calls from that number.
  
  CenturyLink acknowledges the complainants concerns,apologizes for any issues, inconvenience or poor service that *** have been experienced.
  
  Sincerely,
  
  ***************************
  Executive Office Case Manager
  Customer Advocacy Group
  **********************